EMERGENCY HOSPITAL PROCEDURE DECLINED!!!

My Mom has been suffering from a crippling cough for almost 3 months, she also started losing feeling in her right hand along with back and neck pain and slightly slurred speech. Initially the doctors thought it could be a pinched nerve, but several tests showed that it's not. After going to see the neurologist earlier this week - he expressed concern that it could have been a stroke or a brain tumor and said my Mom must be admitted to the hospital immediately. My parents spoke to Louise at Topmed for pre-authorisation and she said it is declined because they don't pay for hospitalisation for muscle pain! Seriously?! My parents were then referred to a 2nd neurologist who expressed the same concerns and booked my Mom into the hospital as an emergency on Wednesday - (no authorisation-Topmed does not operate after hours). Yesterday my parents tried again and the lady was completely dismissive and rude towards my Father saying again that it's just muscle pain and she is a registered nurse so she knows how to diagnose over the phone!! My Dad also received emails stating that all previous claims that were authorised are now declined! My Mom is now worriedly awaiting an emergency CT Scan.